Filter by:
Vertex Consulting Director Philip Michell recently gave his views in an article that appeared in the April 1st edition of the retail trade publication, Retail Week. The article looked at how giving your store and call centre staff the responsibility and means to solve customer problems can not only turn a negative into a positive but also pay off for the wider business.
Find out more
The past 18 months have been among the toughest in living memory for the retail industry. Less money in consumer pockets and perceptions around worsening credit have meant what is there has stayed there.
In this article published on RetailingToday.com, Vertex’s Philip Michell explores the growth of lower cost channels to reach customers.
Find out more
The Internet, e-mail, text messages and other newer technologies not only give customers numerous new ways in which to reach out to their local utilities, but they also have increased customer’s expectations about how quickly their queries will be answered. How can today’s utility call centers best answer the call, so to speak? In this article published in the April 2010 issue of American Gas, Andrew Ross and Jay Rhee explore how today’s call center tools can help utilities improve productivity while better pleasing customers.
Find out more
Vertex reviews current developments in the move to join up community service delivery at the local level. We look at how the emergence of a new community based delivery model could facilitate change and secure sustainable improvements to the quality, value, diversity and accessibility of public services within a new, more democratically accountable structure...
Find out more
In a recent Telegraph supplement titled 'Sourcing 2009', Vertex's Andrew Warren talked about how outsourcing is becoming more strategic and considered by organizations in a wider sense...
Find out more
How a united front wins over hearts and minds. Vertex recently sponsored a roundtable event with the prestigious trade journal, Marketing Week. The session explored how marketing and customer services can work better together to make brand strategies more effective.
Find out more